Bad customer service

I placed an order online on Monday, 4th January and paid by card. I only received an SMS from the bank confirming the transaction and nothing from Homechoice. I immediately phoned Homechoice and the woman who assisted me told me i will receive a call after a day. On Tuesday someone called and was helpful. We re-captured the order online. Today i called Customer Service and spoke to Dorothy. She refused to assist me because on their system, the surburb does not correspond with the information i am providing her. She refused to even search via the reference number i provided. Dorothy is confirming that the physical address is correct except for the Surburb. So basically, I paid Homechoice but will not be assisted.